Field Engineer

Black Box•Abilene, TX

10d

About The Position

The Field Engineer provides post-sales engineering implementation services for Black Box network solutions across various product and service offerings. The role partners with operations, other departments, clients, infrastructure providers, and technology vendors to plan, design, migrate, troubleshoot, and deploy client installations. Responsibilities span requirements definition and implementation planning, end-to-end system design, equipment staging, configuration development and testing, and deployment of software and hardware solutions across geographically separated locations. The Field Engineer serves as a subject matter expert supporting clients, managing expectations, meeting contractual obligations, and ensuring deployments are completed on time and meet technical, business, and operational expectations. The position tracks implementation milestones, participates in client status calls, and ensures engineering activities meet client satisfaction objectives and internal and external service-level agreements. It also contributes to improving deployment methods and service delivery, maintains relevant technical and industry knowledge, and meets applicable financial and performance targets. This position has no direct reports.

Requirements

Bachelor’s degree in Engineering, Management Information Systems, Information Technology, Computer Science, or a related field, or equivalent relevant experience.
At least 5 years of engineering deployment experience involving complex client requirements assessment, solution design, and implementation in the technology services industry.
Previous post-sales engineering experience with network solutions, including requirements definition, implementation planning, end-to-end system design, equipment staging, configuration creation and testing, and geographically distributed software or hardware deployments.
Excellent Layer 2 and Layer 3 networking skills and strong knowledge of industry-standard networking technologies and infrastructure, including cabling, LAN, WAN, telecommunications access methods, DNS-based Global Server Load Balancing theory, legacy networking technologies, and system interdependencies.
Production-environment experience directly managing routers, switches, global and local load balancing, SSL acceleration, HTTP compression and caching, and DNS in a high-availability infrastructure.
End-to-end process thinking and proven experience with business processes and workflow design.
Strong problem-solving and systems-analysis skills, including demonstrated success in root-cause analysis, effectiveness measurement, and related documentation.
Demonstrated ability to expand and apply knowledge of technology and industry trends, and to identify, recommend, and implement best practices and methodologies.
Ability to work effectively across functional groups to optimize products and services and provide a seamless internal and external client experience, with a record of timely and accurate issue resolution.
Proficiency with MS Office (Word, Excel, and PowerPoint), Outlook, SharePoint, ERP, AutoCAD, service delivery management tools, and related cloud-based technology systems.
Demonstrated competencies in accountability, customer focus, business acumen, decision making, and results focus.

Nice To Haves

Experience in a Managed Service Provider environment.
Cisco CCNP, CCNA, or CCIE; Microsoft MCSE; or related certifications.
Knowledge of cloud and virtualization technologies.

Responsibilities

Provide post-sales engineering implementation services for network solutions, including requirements definition, implementation planning, end-to-end system design, equipment staging, configuration creation and testing, and deployment of software and hardware solutions across geographically separated locations.
Assess solution specifications as customer requirements change and recommend changes that optimize value for the client and Black Box.
Prepare internal and external documentation detailing system designs and deployed configurations.
Develop and maintain productive professional relationships with clients, infrastructure vendors, software and hardware vendors, and other contributors to support stable, quality delivery.
Provide technical overviews of product architecture and functionality, system and data requirements, service delivery, and integration with enterprise applications.
Research and apply knowledge of market and industry trends and benchmarks to identify, recommend, and implement best practices, methodologies, and analytics.
Develop technical and non-technical capabilities, including knowledge of supported operating systems, networking infrastructure, products, and services.
Meet financial performance objectives for the area of responsibility and take corrective action when needed.
Recommend and implement improvements to deployment engineering methodologies, core competencies, and processes.
Maintain a client-service-oriented environment focused on problem prediction, detection, and resolution; identify and remove barriers to meeting client expectations; document issues, action plans, and outcomes; and achieve client satisfaction objectives and service-level agreements.
Recommend and support efforts to improve, simplify, automate, and enhance service delivery operations and the client experience.
Foster collaboration across operations and organizational departments to execute deployment engineering functions and company priorities.
Use escalation and exception processes and systems to report current performance and recommend improvements.
Achieve performance targets established by leadership for applicable key performance indicators.
Perform other duties as assigned by management.